Open to opportunities

Akor Jennifer

@akorjennifer

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Support Specialist with 5 years of experience in customer service.

Nigeria

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

I am a dedicated Support Specialist with over five years of experience in the tech, renewable energy, and financial sectors. My expertise lies in managing end-to-end customer case lifecycles, ensuring that incidents are resolved accurately and promptly. I take pride in having resolved over 800 tickets in just 11 months while maintaining a customer satisfaction score of 4.9 or higher. My commitment to delivering exceptional service has been a driving force in my career.

Throughout my career, I have honed my skills in technical support, incident management, and customer service. My experience includes working with Microsoft Exchange Online, SharePoint, and OneDrive, where I provided advanced troubleshooting solutions and educated customers about new products and services. I have successfully managed customer relationships, leading to significant increases in satisfaction and retention rates. I thrive in dynamic environments and am always eager to learn and adapt to new challenges.

Experience

Work history, roles, and key accomplishments

Current

Trade Management /Support Specialist

Current

CoinClan OÜ

Nov 2023 - Present (2 years)

Managed trade requests and customer identity verification on a trading platform, ensuring secure transactions. Handled live chat messages across multiple platforms and optimized ad prices as needed.

Live Chat Support Identity Verification

Technical Support Engineer

Tek Experts

Dec 2022 - Nov 2023 (11 months)

Resolved over 800 Microsoft Exchange Online, SharePoint, and OneDrive tickets, maintaining a high customer satisfaction score. Communicated daily with Microsoft customers to diagnose and troubleshoot technical incidents.

SharePoint)PowerShell Technical Troubleshooting Customer Communications Documentation SharePoint

Customer Support Specialist

A4&T Power Solution

Mar 2022 - Dec 2022 (9 months)

Contacted over 20 customers daily to resolve product issues, increasing customer satisfaction by 41%. Managed customer data using CRM tools and Excel, and coordinated solar project execution.

Customer Service CRM Tools Excel Project Coordination Solar Customer Management

Customer Support Officer

Union Bank Nigeria

Nov 2020 - Oct 2022 (1 year 11 months)

Served as the first point of contact for customer inquiries and technical issues, onboarding 70% of the branch customer base to the mobile banking application. Managed product KYC for effective onboarding.

Customer Service KYC Mobile Banking Technical Support Customer Onboarding

Customer Support Officer

A4&T Power Solution

Nov 2021 - Mar 2022 (4 months)

Managed procurement and construction of solar projects for commercial customers in rural communities. Handled incoming calls and inquiries, increasing customer retention by 10%.

Project Management Customer Retention Solar Projects Customer Relationship Management

Direct Sales Agent

EcoBank Nigeria

May 2020 - Nov 2020 (6 months)

Managed customer profiles and opened new bank deposit accounts, cross-selling bank products and services based on customer needs. Maintained detailed records of financial services transactions.

Customer Profiling Cross Selling Financial Services Record keeping